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A
Anonymous
August 11, 2012
Answered

CS 6 Photoshop Error:1 on startup - no installer error

  • August 11, 2012
  • 1 reply
  • 18673 views

I have a case number and I have been working with Kris in Adobe Tech Support. My problem started when CS5 Bridge stopped working. In fact, when you double click on the bridge.exe.file, it would show up in the Windows Task Manager and then promptly dissapear without a splash screen. Yes, we reset the prefs on the three check boxes, and we did clean installs... multiple times. It came to my attention that none of the 64 bit programs in CS5 were working, so Kris suggested that I download CS6 because it uses a different installer. Previously the CS 5 installer was not placing files where it should have. It was placing 90%in the Program Files and not the program files (x86) folder. With CS6 we hoped that this issue would be fixed, however it is not. Currently if I try and open the Photoshop 64  in CS6 or open Illustrator in CS6 I get an Error:1. However Bridge 64 runs perfectly. Kris and I have checked through every scrap of the system and program files and can not find a reason that this is happening.

Today I discovered that in C:\Program Files\Common Files\Adobe\Startup Scripts CS6\Adobe Photoshop\photoshop there is a file missing. There should be a "photoshop_en_US.dat" file and there is not. The same is true for Illustrator. Bridge DOES have this dat. file and is working fine. Now it is my understanding that picking the correct language on the installer is as important as a successful install because Adobe uses the Language selected as part of the individual activation number.

The root of the problem(s) I have been experiencing all relate to the Installer for CS 5 and CS 6. Adobe stated that I am the first person to have this specific kind of problem with the installer. My case number is 6183449198. I have  sent multiple log files to the escilation team a week ago and still have not heard anything from them.

Also, Kris L in the Philippines Call center has been great to work with on this problem.  We have worked together to try and discover exactly what is going wrong and how to fix it. Without his help, I know that I would have no idea even where the problem could be. As it is, the installer for CS5 is $#@% and the installer for CS6, while marginally better, still needs to be taken back tothe drawing board as it is still not delivering all the files that are needed to run the all of the programs in CS6. Kris statedthat Chris Cox (of Adobe Systems) may be the person to talk to about this issue, but I do not have his email address and this may be the only way to contact him.

Any suggestions (from ANYONE) for help would welcome.

    This topic has been closed for replies.
    Correct answer

    WVU Mtn Dude wrote:

    What files, specifically are supposed to be in C:/Program Files/Common Files/Adobe/Startup Scripts CS 6 - for Ps and Il? (a screen shot of open folders and sub-folders would be great).

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

    C:\TEMP>dir "C:\Program Files\Common Files\Adobe\Startup Scripts CS6" /s

    Volume in drive C is C - NoelC4 SSD
    Volume Serial Number is 00ED-C11E

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    05/07/2012  06:43 AM    <DIR>          Adobe Bridge
                   0 File(s)              0 bytes

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6\Adobe Bridge

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    03/13/2012  10:39 AM            13,038 bridge-5.jsx
                   1 File(s)         13,038 bytes

         Total Files Listed:
                   1 File(s)         13,038 bytes
                   5 Dir(s)  1,118,521,094,144 bytes free

    I have Photoshop CS6 only.

    -Noel


    As it turns out, I was contacted by Jeff Wright form Adobe. After he examined the install logs he noted that there were permission issues that had not been resolved. We tried logging in as the Net Admin, but unfortunately even that account had been corrupted. I  was left with no option other than "de-register" all my programs, backup all my documents, format the system drive and start from scratch.

    Installed Windows 7 Ultimate SP1 and ever other program that I had previously had on the drive. Adobe Installer processed everything without any messages or errors. Same for the updates. Thank you for your time with this problem. If nothing else, it has reminded me of the importance of weekly and monthly backups. One very recent backup is not always very helpful if tracing a problem to its source.

    1 reply

    Noel Carboni
    Noel Carboni
    Legend
    August 11, 2012

    As you've probably noticed Chris Cox frequents this forum, and he'll probably see your note.

    Regarding:

    the installer ... still needs to be taken back tothe drawing board

    It's hard not to agree with you there.  To this day an uninstall of one version of Photoshop will mess things up for another version still installed.

    -Noel

    A
    Anonymous
    August 12, 2012

    Last night I finally convinced Acrobat X that I do not need to re-install and that the help files do exist. Copied C:/program files/common files/help (& help cfs) to corresponding location in program files (x86). I got Adobe Program Manager to run by copying from program files/Adobe/OOBE to program files (x86)/Adobe... ALL of this is stuff I should not have had to problem shoot for Adobe Installer Team. I am not paid to do programming, but to do my work, I need a working copy of these programs. (I am sorry if this is offensive to anyone at Adobe Systems, but having read so many similar questions like mine on both Windows and iOS systems, I felt it needed to be said.)

    I know that Windows is great at squirreling away some hidden file, in some obscure folder, burried deep in some never used area of the system. It took me an hour to uninstall Creative Suite, use the so called removal tool, delete all registry files pertaining to Creative Suit, it's licensing, its sub systems and services, and all mentions of all programs associated with Adobe from EVERY user/Admin/guest folder, System folder, Program Files, ProgramFiles (x86),... Basically everything listed in the installer log and anywhere else I could find. Ran Speedy PC & Norton to verify Registry was intact. Ran Windows registry tool. Ran a separate Windows System File Checher. None of these programs detected any problems. So, I figured that was as close to a true clean install as I was going to get, especially sine all my other 64 bit programs DO work and I'm not wasting my time reinstalling Windows (and everything else).

    Tried CS5 installer. Same issue - three of eight programs ran. Instead of removing my hair by force and since I was out if options, the Adobe Agent I have been trouble shooting with wanted me to try installing CS 6. I said why not. Downloaded it as a trial, and all but two start, and I just fixed the help file issue that the programs were having (and I must add CS 6 is pretty awesome when it works.)

    So, after a full five weeks of problem solving I'm left with Ps and Il 64 bit being the last problem programs. Both give me an Error:1 at startup. I've tried changing privileges/ownership for all the affected folders/programs with no change in error message. At this point, I'm not sure exactly what is the problem or what file/registry/.dll or .log file isn't where it should be. However as I originally stated, Bridge 64 bit WORKS! The only difference I see is Bridge's Common File/Startup folder is not the same as Ps and Il 64 bit folders. It is really the only thing I can find.

    What files, specifically are supposed to be in C:/Program Files/Common Files/Adobe/Startup Scripts CS 6 - for Ps and Il? (a screen shot of open folders and sub-folders would be great).

    In that folder, Adobe Bridge has one file bridge-5.jsx. While Adobe Illustrator has illustrator-16.0.jsx and a folder illustrator-16.0. Inside the folder are all the language (illustrator-16.0_xx_XX.dat) files... All except the "en_US" file. Same situation with Photoshop 64 bit. I have absolutely no idea if this is signifficant, but so far, it's all I've found.

    Noel Carboni
    Noel Carboni
    Legend
    August 12, 2012

    WVU Mtn Dude wrote:

    What files, specifically are supposed to be in C:/Program Files/Common Files/Adobe/Startup Scripts CS 6 - for Ps and Il? (a screen shot of open folders and sub-folders would be great).

    Microsoft Windows [Version 6.1.7601]
    Copyright (c) 2009 Microsoft Corporation.  All rights reserved.

    C:\TEMP>dir "C:\Program Files\Common Files\Adobe\Startup Scripts CS6" /s

    Volume in drive C is C - NoelC4 SSD
    Volume Serial Number is 00ED-C11E

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    05/07/2012  06:43 AM    <DIR>          Adobe Bridge
                   0 File(s)              0 bytes

    Directory of C:\Program Files\Common Files\Adobe\Startup Scripts CS6\Adobe Bridge

    05/07/2012  06:43 AM    <DIR>          .
    05/07/2012  06:43 AM    <DIR>          ..
    03/13/2012  10:39 AM            13,038 bridge-5.jsx
                   1 File(s)         13,038 bytes

         Total Files Listed:
                   1 File(s)         13,038 bytes
                   5 Dir(s)  1,118,521,094,144 bytes free

    I have Photoshop CS6 only.

    -Noel

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